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Call Center Supervisor
Eagle Resource Group - Columbus, GA
posted 2 months ago
About the position
We are seeking a dedicated and experienced Call Center Supervisor to lead our customer service team. The ideal candidate will possess strong leadership skills and a passion for delivering exceptional customer service. This role involves overseeing daily operations, managing staff performance, and ensuring that our customers receive the highest level of support. Proficiency in both English and Spanish is highly desirable, as we aim to provide multilingual support to our diverse clientele.
Responsibilities
- Supervise call center agents, providing guidance and support to ensure optimal performance.
- Monitor and analyze call metrics to improve service quality and efficiency.
- Conduct regular team meetings to communicate updates, address concerns, and foster a positive work environment.
- Train new employees on company policies, procedures, and customer service best practices.
- Handle escalated customer inquiries and complaints with professionalism and empathy.
- Collaborate with management to develop strategies for enhancing sales performance within the team.
- Maintain accurate records of team performance and report on key metrics regularly.
- Foster a culture of continuous improvement by encouraging feedback and implementing new ideas.
Requirements
- Proven experience in a supervisory role within a call center or customer service environment.
- Strong leadership abilities with a focus on team development and motivation.
- Excellent communication skills in both English and Spanish; additional languages are a plus.
- Ability to analyze data effectively to drive performance improvements.
- Experience in sales or upselling techniques is preferred.
- Strong problem-solving skills with the ability to handle difficult situations calmly.
- Proficiency in using call center software and other relevant technology.
- A commitment to providing outstanding customer service at all times.
Nice-to-haves
- Experience in sales or upselling techniques is preferred.
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance
